Explanation: 

Estimated wait time (EWT) is calculated based on the visitor’s place in the queue and the average wait time (AWT) for the queue.

AWT itself is based on a sample of wait times for up to 20 recent chats accepted by agents over the last 10 minutes as follows: 

  • If less than 5 chats were taken during this sample period, it is declared as an unreliable sample and a default of 30 seconds AWT is assumed.

  • If no chats at all started during the period, again a default of 30 seconds AWT is assumed.


When an estimate is requested for a specific skill, the algorithm first computes the average wait time for that skill. If the sample period was declared as unreliable, we then factor in data from all the 'brother' skills. Brother skills are skills that share at least one online agent.

However, if after factoring in brother skills there is still not enough data (at least 5 chats taken in 10 minutes) a default of 30 seconds AWT is assumed.

The server recalculates the AWT whenever a chat is accepted by an agent (for skill AWT whenever a chat is accepted in the specific skill).

Therefore the Estimated Wait Time for the visitor is calculated based on:  AWT * Current Place in Queue.

The wait time displayed to visitors in the system messages is extracted from the EWT as follows:


AvgWaitMinutes is the wait time in minutes (integer).
AvgWaitSeconds is the remainder fraction in seconds.


For example: 

A wait time of 100 seconds would result in AvgWaitMinutes = 1 and AvgWaitSeconds = 40

 

Notes:

  • Wait Time values in Reporting & Analytics are derived from all chats and are not related to this calculation.

  • Average Wait Time (AWT) also includes the wait time that accumulates when chats are reassigned from one skill to another. It does not, however, include the wait time that accumulates when chats are transferred from one agent to another.

Keywords: 

Average Wait Time Metric EWT AWT estimated average